Purolator
Reviews and Complaints

On Jan, 9th my package was delayed for 3 times. I was very upset about it. They always said that due to weather, that was the stupid reason. Tracking website is updated late. I also emailed them but I did not hear anything back. I'll never buy something online that ship thru Purolator again. Worst experience in my life. Online shop better to choose carrier like Canada Post or FedEx.

On Dec 8th, 2017, I received a notice that Purolator tried to deliver a package. It now would be available for pick up at the warehouse after Dec 11th. I called on Dec 19 to the 1-800 number to ensure my package was still at warehouse. After being put on hold several times, the very helpful agent informed me that my package was scheduled to be delivered again that day. He explained that a company contracted by Purolator would be making the delivery that day. He said that if it did not come that day I should call again.
Fast forward and still no package. I contacted the tracking specialist who told me that my package was delivered on Dec 11th, GPS shows the contracted company was on my street on the 11th and a signature by me. I was not home that day so the signature can not be mine. Because of this, no further action by them will happen and my file was closed. Had to escalate it to manager who still denied any further action. When I bring up the phone call, the agent said that the information that was given to me was wrong.
The only help they offer is that I should contact the sender and have it re shipped.
I have several emails to document this but it is too numerous to attach.
Reference is [protected] CS-6639851

I am at a loss even as to what to write concerning my experience with Purolator. My father ordered Christmas presents shipped in several packages valued at over $1000. Purolator delivered them to the wrong address and is refusing to admit responsibility for their mistake. We have dealt with several "investigators" who have been rude and disrespectful. The claim was taken over by the company who shipped the items and they denied them as well. Purolator delivered all of our packages to the exact same address but on the wrong side of town! The tracking information shows that it was delivered to the wrong address, the people at that location say it was delivered there (it was apartments so they thought it was someone else's packages but saw them all there until they disappeared), the driver admitted to delivering it to the wrong address, and yet Purolator continues to deny any responsibility. It appears that as long as they deliver to any location, they are no longer responsible, even if it is the wrong location. I am so frustrated at the bullying by this company! And that was how we spent our Christmas vacation :( Shame on you Purolator.

Anyone who deals with a depo, who still uses a paper/manual waybill, may want to read this posting! If you want your envelope or parcel to arrive in a timely fashion, DON'T USE A PAPER/MANUAL WAYBILL! I sent a parcel from Alberta to BC, from the depo, at the Rona, in Black Diamond, they use a paper/manual waybill (which I didn't realize is an issue), on a Wednesday. I took it to the depo, thinking they would now how it is done, plus I dont have a scale to weigh the box. I was told the package would be delivered on the Friday. The lady at the depo, completed the waybill, I paid by debit & left. First it took over 24 hours for the parcel to arrive, at the sorting depo, in Calgary, which is an hour away. I thought that was odd, but figured it could still arrive in B.C. on Friday. It was still showing in Calgary, on the Friday! I called Purolator, I was told, since the depo uses a paper/manual waybill, there is no way to guarantee delivery! I said, so I paid 60 dollars, for a package that you can deliver whenever you get to it? Apparently, due to the fact people's hand writing may be difficult to read or have errors in it, they will not guarantee a shipping date. I said, why was I not told any of this? I also asked, why they give a delivery time line, when it has no time line? I had no idea there was a difference between a manual waybill and one that you fill out online! Not to mention, for 10 dollars more and doing the waybill online, I could've had guaranteed delivery, on the Thursday, which I was unaware of until, I called to find out what was happening. I am not sure why no one explained this to me, when I went to the depo? If they would've told me this information, I would've gone home and done it myself. I wouldn't have bothered going to a courier company, paid the extra money, to have a box/parcel sent, knowing it's equivalent to sending the package through the mail. I found out that you also, can't sign up for email tracking updates when they use a paper/manual waybill. I ended up speaking to two customer service reps, in regards to delivery of my package, as I realized that the lady, at the depo never asked me about insurance on the package, so I wondered what would happen, should they loose the box? Apparently, all packages have basic coverage of a hundred dollars. I said, plus my shipping charges? Nope, a hundred dollars flat! I said, that's great! The lady knew what was in the box & she never indicated any insurance options or costs. I said, to the gentleman I spoke too the second time I contacted the customer service line, it's too bad, you weren't the depo representative I got! I know, if the rep at the depot would've indicated to me that because they use a manual waybill there, it meant that the delivery date she was giving me, was only an estimate, but it would most likely take 5 to 7 days to arrive, plus there's no guarantee with regards to the shipping costs, being refunded, regardless of how many days it takes to be delivered, or my insurance options (if there are any higher amounts available, using the manual waybill), and I wouldn't be able to sign up for email tracking up dates. I wouldn't have chosen to proceed with sending the package through that depo. However, if I would've been told if I was willing to go online, prepare the waybill electronically, for 10 dollars more, my package would've been there a day earlier, with a guaranteed delivery, i would have different Insurance options and I could get email updates, I am thinking, it would be safe to say, I would've gone with preparing the waybill electronically and would consider using them in the future! Honestly, I would've been stupid to not prepare it electronically, but I never imagined going to the depo & having them do it, would turn into such a NIGHTMARE! Apparently, I should've called Purolator, before going to one of their depo's, if I had questions regarding the shipment of a package. Too bad I had to sit on hold for 25 minutes, both times I called their customer service line. Should anyone ever ask me about their services, I know, to tell them DON'T LET THEM USE a a paper/manual waybills & if they have questions about sending a package, don't rely on the depo, call the main customer service, if they have questions, as I guess the depo's must not be knowledgeable enough, to help a customer send a package! Hope this helps someone avoid making the same mistake I did! I am still praying my package actually gets delivered and this complaint doesn't get any worse!

The worst service ever! I had my other packages left outside the house without any notice even though it needs to have a signature. My last item, they lost it, i created a case number, it's even escalated to their supervisor. They cannot seem to find my item so they declared it closed ticket! They don't even have the nerve to say what happened or compensate on it. I'm sure they stole it ans says it's gone.

Now I do have a phone that's supposed to be delivered today. My tracking says it's on the vehicle for delivery at 7:59am today, it's almost 1pm and still nothing! Seriously, the truck or vehicle left their Toronto office, how difficult it will be to reach my place within Toronto?

Now I am afraid they they will steal my item again! Superior bad service!

I have an order from Scotia bank Reward. It is almost 3 months and i still didn't receive it because Scotia bank is using Purolator for shipping services. Purolator doesn't deliver, they ask the receiver to go and pick the package up from their location. I work from home and i will not waste my time and go to their location. So if you don't pick it up, they return it to the sender. Delivery means to recieve it at home, not to go pick it up. I told Scotia bank i will keep calling them and ask them to ship the item again and again until i receive it at my home. And i told them i will keep calling them and waste their time and mine until they ship the item with a professional company.

Late deliveries all the time. Christmas present ordered through Amazon for my sister in Ottawa was delivered days late and left in front of apartment building withiut warning. Landlord found parcel outside. Called customer service was told they called my sister to let her know parcel was put on trace and they were tryong to locate it. Well upon talking to my sister, rep outright lied to me; they never bothered calling her.

Waiting now for an order if anither Christmas present and what do you know late in delivery and not even sure if it will be delivered.

Why companies hire this delivery company is beyond me.

Bought a product from best buy, they told me they will deliver it to my home. Don't know why they chose purolator... The worst service that I have ever got... This is the third time they gave me tracking number/ ref number .. every time they are creating new excuses for failing delivery...

My Initial tracking number : [protected]
Then got a reference number # 6505802 after taking with customer number. But this time they also failed to deliver and gave a new reference/tracking number # 6541374

The parcel was picked up on november 30, 2017. It says it arrived to my city on december 2, 2017. Then, even though we have had beautiful winter weather with no snow falling or freezing rain they have said, dec. 4 - weather delay, dec. 5 - delay due to accident, dec. 6. - delay due to disruption, dec. 7 - delay due to disruption even though every single day it says it is on the truck, out for delivery. We called for help and were brushed off every single time. We called to find out where it is and no excuse was given and no explanation given, either. Horrible customer service.
There is a difference between an honest mistake but no need to lie to the customer. This is nothing but one lie after another.

My package was in Ottawa on the 29 November, but then was handed off by Purolator to a subcontractor to make the delivery (Purolator told me this). The handoff took days to complete and the delivery was attempted on the 3 December. However, the courier only put the tag on the door. They did not ring the bell of my house and I found out about the attempt when I received an email from Purolator. I then emailed Purolator to complain about this. The Purolator website says I will receive an email response in 2 days. This never happened.

What did happen was that after I rearranged my schedule to go all the way out to the Purolator depot to get the package, they rescheduled the delivery. I never requested this and I found out about it again by email. I contacted Purolator imminently and complained on the phone and asked the representative to keep the box at the depot. They told me that this was not possible and therefore, I could not pick it up. I asked who requested the redelivery and they could not tell me. I sent off another complaint to Purolator. No response.

A delivery was then attempted two days later even though I told Purolator I would not be home. Now I am waiting to go pick up the package from the depot. The item arrived too late and I now need to return it at my expense to the shipper.

Purolator is horrible to begin with. Now they are using subcontractors which makes it worse. Never deal with this company.

As per tracking information, truck left at 1217 and returned at 1733 at the depot. That was not even trying to attempt a delivery between 8am and 8pm.

I was promised a next day delivery by noon to compensate.

Next day: tracking shows that it is available for pick up. At 0805am I contact Purolator, but there's nothing they an do and will be deliver the next day. That's 2 days late with no customer service to really help.

Let's hope I do get delivered today, I can't afford to book another day of work to get important parcels delivered.

The package was said to be delivered on Nov.29.The next day I went to the local office to pick up, I was told to come back after 15:00at the counter. When I asked the phone number so I could confirm that the package was ready before coming back.They told me not to phone them, for they were too busy to answer any phones.
Just after that the tracking detail was updated, saying the incorrect address.But the address IS correct.So this morning I made a phone call to the support center to say the address was indeed the correct address. Still after 5 hours the tracking says the address is incorrect. Without calling the local office on Douglas Rd, how can I know if the package is ready? How many more days do they need to move my package from the back storage to the front counter? By the way the driver had't called me nor left any notice, I know this from my phone record.I have received the mail from the sender so I found the package had been delivered unsuccessfully.I do know the driver did NOT ring the door bell nor my phone, for a door bell is connected to my phone . According to the call history I did NOT receive any calls.I don't care whether they are busy or not, my package has been staying in their back storage for 4 days.

I was expecting a shipment from Telus on last Monday, the 27th November2017(as per Purolator website) through Purolator (References #2083537), but as a precaution I stayed at home on Saturday (25th). Around 11:30am I checked the status of the package through their website and found a false status "Attempted delivery - receiver unavailable". I also asked my family members about whether there was any sound of the door bell since morning, but nobody heard the bell. Not only that I had few guests at my house from early morning and got the same answer form them. I also checked for any notice outside my door but found none.
Later I called the purolator and asked about such status in their webpage. They said that the driver has very few options to write as a status, so he picked the most suitable one. Then I asked for another delivery attempt on Monday, as I took a day-off to receive the package (as per their initial expected delivery date). The customer service informed me that they will not be able to make another attempt and I must pickup the package from their depot.
I then asked them to arrange it on Monday but the customer service told me that the depot will call me once it's ready to pick up and I am not allowed to go to the depot without receiving any phone call. It was very difficult for me to keep quit for such a long time, as if I am responsible for the drivers false statement/status. Then, I told them that I like to file a compliant and they provided me a compliant number and informed me that someone will be discussing this issue with me within couple of hours.

I still haven't received any call regarding my complaint ( after 4 working days). However, I received a call from the Depot on Monday around 7:50 pm to pickup my package within next couple of days.
I don't have a van to carry the 55" inch TV from Purolator's depot to my home. Hence, I had to pay a person with his van to receive the TV and bring it to my house. This is wastage of my money and time that I am not supposed to spent.

I am very unhappy with the Purolator's service. They need to learn and practice ethics in their service.

First of all they provided false or misleading information about the delivery attempt
Secondly, they never tried to rectify their mistake by accommodating customer's legitimate request
Thirdly, they wasted my time and money
Lastly, they haven't got back to me to enquire about my complaint yet.

Very very frustrating experience.
I wish I could give them a negative 5.
I have a shipment that was delivered and as i wasn't home they dropped it off at another town 15km away. Whats the point of using delivery services if i have to commute for hours just for a pick up!

They definitely need to have more pick up locations, I don't know how they are still in business

EDIT
1. I called the agents and they explained to me how zones works, bottom line I have to travel for 2 hours to way to pick up my package

2. I tried to use the live chat and the agent changed the pick up location to close to my house

3. I get a call from the current pick-up location in scarborough saying I cant change the pick up without being charged.

This is beyond ridiculous, I cant believe that I have to commute for 2 hours each way to pick up something that can be dropped off at a location closer to me.
I get a lot of stuff delivered home and my experience has not been as bad as this ever.

Now I will be paying 30$ for changing the pick up location closer to the delivery address.

The delivery personnel that dropped off the package to my house from amazon, had opened my door and left it open. This is a secondary storm door that had been thrashing in the wind for 2 hours before anyone was able to come and close it. As well he remained in front of my house while it continually swung back and forth causing more damage. It will no longer close as the metal is bent and the door is irreparably damaged. This needs to be remedied as we need to have that door in place. I will be following up with phone calls tomorrow as this needs to be remedied. Thank you

Stay away from this nightmare of a company. I have had nothing but frustration in dealing with them.
So on the first day of expected package delivery I waited around all day only to get an e-mail from them saying it was too heavy for delivery and that I had to set up a specific time for delivery. Which I did, for the next morning. Not only did it not come during the agreed upon time, but it didn't arrive all day. I phoned again, and spoke to their call centre in N.B., they had zero clue as to why it did not arrive, why they did not honour their appointment, or when I could expect my package. Utterly useless.
So now its day 3 of expected delivery and I still know nothing, and no package. As far as I'm concerned they can send the package back, and the whole lot of them can go to hell for wasting my time.

I placed an order with a company in B.C. as I have done on several occasions in the past. Purolator was behind in updating their delivery status, and I didn't expect the package. The next morning it arrived while I was still sleeping, so a notice was left. When I called to try to have the package delivered again, the agent said I would have to wait 4 days! First of all, you have to be available from 8 a.m. to 6 p.m. for a delivery, so you have to stick around the house all day! Then if you miss it, you may have to wait several days! May as well use Canada Post with a 2-5 day delivery schedule and you can pick the package up at your local pharmacy at your own convenience. Canada Post for me in the future!

The trucks information is;
ISO 9001:2008
License plate: AE-17676
# at top right corner of the back oc the truck: [protected]

Incident happened on Queenston road, Hamilton ON, between Centennial Parkway and the Redhill Valley Parkway exits at 12:30PM, today, Thursday October 19th 2017.

The driver was very aggressive and also drove in a manner that put people at risk.
We approached a lane closure/merge in the road as there is construction. As I tried to merge over infront of him the driver aggressively accelerated in such a manner as to not allow me to merge infront of him when I had no where else to go. Almost driving up and over the sidewalk and driving into my vehicle. After I managed to merge in front of him regardless of his behaviour, he then drove up next to me after the lane opened back, to my left, which is the centre lane for left and right turning vehicles, and began verbally attacking me, claiming that I hit his vehicle and that he has my license plate om his dash video and demanding I pull over, all while drive illegally and dangerously up next to me. I continued to drive my vehicle and advised him that I would be contacting his company.

I wish for this individual to be terminated from working within Purolator as this is no behaviour for somebody to be driving while on company time and causes your company to be seen in harsh lighting. There is a certain driving eduquette that i expected your dricers to uphold. I'm extremely upset about this incident and if nothing is done from your level of command, further action will be taken. Thank you.

I'm not known for leaving reviews but their service is actually the worst. First of all, you have to wait from 8am-6pm for delivery so you have to request time off from work to get a package. I had to reschedule twice because they decided not to put the package on the truck for two consecutive days, so i wasted two whole days waiting around. Picking it up is not an option because its too big for my vehicle. I called and their reasoning was because they are understaffed. I understand that being understaffed is a predicament itself but twice in a row they just leave the package at the warehouse instead when its scheduled for delivery so I just wasted another day. In addition, they don't even call you if they decide not to load their truck with your package when its expected that day, and there is no way for them to prioritize it or even deliver it that same day. Talking to them on the phone feels like you're wasting their time, and he goes ahead and reschedules me for the next day without even asking me if i'm available. Some advices that I could give is, first if you mess up and don't deliver, let alone load the truck with the package when scheduled, don't let customers reschedule to another day if you are going to let them wait all day and do the same exact thing and blame being understaff again. Finally, when I call for help don't keep suggesting for me to pick it up when I have already said its an inconvenience, thats your service I am paying for. Late the first day in the sorting facility, left at the warehouse three days straight after being rescheduled three times, waiting from 8am-8pm. Everyone i have talked to on the phone, gave me the same answer: I don't know what happened, thats so weird that has happened. I'm sorry we don't have contact with the drivers, but we can reschedule it for another time. Not acceptable at all.

Resolution: Fix your customer service and your poor system.

I am not one to complain, but with the service provided by Purolator, I have nothing but complaints! I had made 2 rescheduled delivery dates because they failed to put my parcel onto the truck for delivery TWICE! Mistakes happen, I was completely understanding and passive about the first failed redelivery attempt. But when I had to request another day of leave at my job to only have Purolator tell they failed to put my parcel onto the truck again?! That’s just ridiculous. I called in to customer service, to only be told, “let’s schedule for another redelivery day and HOPEFULLY it’ll be delivered by then.” Well that’s very reassuring, along side of me taking another day off work. If the company I had ordered from did not automatically have Purolator as their distribution company, I would NEVER rely on purolator as my first, second or even third option as a delivery service company. In addition, I will be complaining to the ordering company I purchased from (Best Buy) to bring to their attention, that their relationship with their customers may be tarnished due to the shipping company they have representing them as a company. Absolutely appaulled by their terrible service and lack of communication within the company and their customers.